News

Customer relationship management (CRM)

• February 10, 2021 10 Feb'21

  Helpdesk meltdown due to absenteeism, low morale and increased workload

  Remote working has put a strain on the helpdesk, and there is a backlog of unresolved tickets that is taking days to clear

• February 02, 2021 02 Feb'21

  Liverpool City Council upgrades to cloud-based contact centre

  An 8x8 integrated cloud PaaS contact centre with voice, team chat and meetings support is helping to drive the council’s digital agenda

• January 20, 2021 20 Jan'21

  How Globe Telecom is doubling down on cloud

  The largest mobile operator in the Philippines has moved its legacy systems to the cloud and there is more to come as it looks towards deploying cloud radio access networks and cloud-native applications

• January 18, 2021 18 Jan'21

  Nottinghamshire uses citizen engagement tools to inform residents

  Nottinghamshire Council is seeking to expand Granicus integrations after success in using its communications services to keep citizens informed during pandemic

• January 08, 2021 08 Jan'21

  British Gas tackles omnichannel customer correspondence

  Utility firm hopes to map out customer communications to help deliver a better customer experience and improve the business

• January 03, 2021 03 Jan'21

  Covid-19’s impact on the retail supply chain

  The Covid-19 pandemic has exposed gaps in the ability of retailers to mitigate supply chain imbalances

• December 17, 2020 17 Dec'20

  Guide Dogs data strategy navigates path to organisational view

  Guide Dogs CIO Gerard McGovern is mapping out a data strategy that is aimed at taking the charity from an individual to an organisational view of data

• December 03, 2020 03 Dec'20

  Dreamforce 2020: Hyperforce shifts Salesforce to public cloud

  Salesforce COO Bret Taylor announced “Hyperforce” during Marc Benioff’s opening keynote at the virtual version of the supplier’s 2020 Dreamforce event in San Francisco

• December 02, 2020 02 Dec'20

  Salesforce confirms rumoured Slack acquisition on eve of Dreamforce 2020

  Salesforce has announced a $27.7bn stock and cash acquisition of Slack ahead of the virtual iteration of its Dreamforce 2020 event

• December 02, 2020 02 Dec'20

  CIO interview: Danny Attias, chief digital and information officer, Anthony Nolan

  Digital transformation takes on a whole new purpose when it's helping to save lives – but leading IT for a charity also has its satisfying technology challenges

• November 26, 2020 26 Nov'20

  Robots taking jobs, but creating careers

  Robotic process automation developers tell Computer Weekly about the job they never expected to be doing

• October 27, 2020 27 Oct'20

  SAP Q3 2020 results: revenue down 4%, cloud silver lining hailed

  SAP’s third quarter 2020 results stated a 4% year-on-year reduction in revenue, with an 11% increase in cloud revenue lightening the gloom

• October 26, 2020 26 Oct'20

  BT brings out RCS business messaging to UK customers

  Telco announces that platform based on next generation of rich mobile messaging is now through early-stage pilots and is available for businesses to enhance customer experience

• October 12, 2020 12 Oct'20

  Software AG caught in double extortion ransomware hit

  Data stolen from prominent German software company by Clop ransomware gang appears on the dark web

• September 29, 2020 29 Sep'20

  Oracle OpenWorld 2020: Miranda – business model changes are driving turn to cloud

  Steve Miranda, who leads Oracle applications development globally, spoke to Computer Weekly ahead of his keynote at the virtual version of OpenWorld. Supply chain management and customer experience are vectors where improvements are being made, he ...

• September 28, 2020 28 Sep'20

  Case Study: Douglas and Gordon uses video to make house searching safer

  Estate agent Douglas and Gordon has made videos of prospective properties to make it safer and easier for house hunters to find their new home during the coronavirus pandemic

• September 22, 2020 22 Sep'20

  The inside story of Taiwan’s AI whizz

  Not content with his stellar achievements in artificial intelligence, Chih-Han Yu wanted to create an impact with his work and formed one of Taiwan’s most important unicorns

• September 14, 2020 14 Sep'20

  Fintech Pledge launched to strengthen UK’s financial technology sector

  The Fintech Pledge initiative is designed to foster closer collaboration between banks and fintechs so that the UK can continue building a globally competitive fintech ecosystem

• September 11, 2020 11 Sep'20

  Small businesses projected to add £1.8tn to global GDP growth by 2024

  Small Business Digital Maturity research finds nearly three-quarters of global small businesses surveyed are accelerating their digitisation rates to address Covid-19 challenges and respond faster to the new normal of remote working

• September 03, 2020 03 Sep'20

  Insurers accept they were slow to adopt digital

  Insurance companies know they must prioritise digital investment and are planning in-house development to help make up lost ground

• August 27, 2020 27 Aug'20

  Asda trials platform for customer parcel updates

  Retailers Asda is trialling delivery management from tech platform Sorted to provide customers who have ordered clothing online with a better customer experience

• August 26, 2020 26 Aug'20

  Salesforce Q2 2020: Benioff says crisis will speed growth

  Salesforce announces 29% year-on-year revenue growth for the second quarter, and grieves for Dreamforce 2020

• August 19, 2020 19 Aug'20

  Vodafone builds smart enterprise on SAP S/4 Hana

  Holger Grewe, group head of corporate transformation, and Ignacio Garcia, CIO corporate systems, at Vodafone, convey how SAP S/4 Hana has been purposely implemented as part of an ongoing smart enterprise transformation

• August 11, 2020 11 Aug'20

  Hospitality sector is failing on contact-tracing obligations

  Cyber security experts urge the government to do more to help small hospitality businesses improve their contact-tracing data-handling practices

• August 04, 2020 04 Aug'20

  Nordic enterprises look for SAP price reductions as they navigate Covid-19

  Businesses in the Nordics are using SAP Cloud Platform to address Covid-19 challenges and are also seeking price reductions

• July 31, 2020 31 Jul'20

  Labour Party is latest victim of Blackbaud ransomware attack

  Widening Blackbaud data breach ensnares the Labour Party as the cloud software firm continues to duck questions about its behaviour

• July 27, 2020 27 Jul'20

  SAP Q2 2020 results: SAP partially divests Qualtrics as positive results posted against Covid crisis

  SAP has announced a positive set of second-quarter 2020 results, hot on the heels of a declaration that it will spin out online survey business unit Qualtrics by way of an initial public offering in the US

• July 15, 2020 15 Jul'20

  HSBC chooses AWS for public cloud business operations

  HSBC will use a cloud platform from Amazon Web Services across its business operations to accelerate its public cloud use

• July 14, 2020 14 Jul'20

  Recon vulnerability puts thousands of SAP customers at risk

  Users of multiple SAP products including S4/HANA should apply the security update as soon as possible to protect their systems

• July 13, 2020 13 Jul'20

  How SingEx is bracing itself for disruption

  Singapore’s SingEx started its digital transformation journey a few years ago and has already pivoted its approach to cope with new challenges brought on by the Covid-19 pandemic

• July 08, 2020 08 Jul'20

  Interview: Mayank Prakash, global consumer CIO, and Daljit Rehal, CDO, Centrica

  Two of energy giant Centrica’s tech bosses talk to Computer Weekly about the impact of the Covid-19 coronavirus lockdown and the importance of company culture, innovation and using technology to make life easier for customers

• July 08, 2020 08 Jul'20

  Swisscom taps Hitachi to improve network-based customer service

  Pentaho product helps business customer service reps of Switzerland’s largest telecommunications company and leading IT services provider provide better, faster service through centralised hub

• June 05, 2020 05 Jun'20

  Businesses develop apps quickly to manage disruption of Covid-19

  Healthcare companies, insurers, government agencies and big tech companies have used technology from Pegasystems to develop apps to manage the disruption caused by coronavirus

• May 29, 2020 29 May'20

  Salesforce Q1 2020: 30% growth, Benioff sees ‘new normal’ by 2021

  Salesforce announces 30% year-on-year revenue growth for the first quarter, and displays Covid-19 crisis alleviation activities

• May 29, 2020 29 May'20

  UK fintech investment reaches record high

  Huge increases in UK fintech investment over the past three years has seen the sector explode, but most of the activity is still concentrated in London

• May 27, 2020 27 May'20

  PropertyGuru touts 3D virtual viewings with StoryTeller

  Southeast Asian property portal PropertyGuru rolls out new capability in its FastKey platform that lets developers showcase properties to prospective buyers through 3D visualisation

• May 14, 2020 14 May'20

  CenturyLink digitally revamps sales framework

  The difficulty of navigating information silos during the sales process and high customer churn prompted CenturyLink to adopt new digital tools that get the right information to the right sellers

• April 21, 2020 21 Apr'20

  Klein takes sole command of SAP as Q1 results show Covid impact

  As Christian Klein becomes sole chief executive officer, SAP announces total revenue of €6.521bn for the first quarter, up 7% on Q1 2019

• April 16, 2020 16 Apr'20

  St Albans council integrates systems in effort to streamline processes

  The council of St Albans has implemented a unified digital platform to streamline how citizens interact with its services, as well as its own decision-making processes

• March 31, 2020 31 Mar'20

  Gartner: Top-performing companies understand CX

  Those businesses that measure customer experience, either through surveys, real-time analytics or the use of artificial intelligence, are more profitable

• March 19, 2020 19 Mar'20

  IT Priorities 2020: ANZ firms to spend more on cyber security

  Over half of respondents in Australia and New Zealand plan to invest more in cyber security, especially in key areas such as data loss prevention

• March 04, 2020 04 Mar'20

  IT Priorities 2020: UK business applications investment in AI gathers steam

  Artificial intelligence intensifies as an investment area for UK IT buyers, while cloud delivery is coming to ERP as well as other applications

• February 28, 2020 28 Feb'20

  CIO interview: Ian Cohen, chief product and technology officer, Addison Lee

  At taxi and transport company Addison Lee, technology is focused around customer experience before worrying about datacentres, servers and what elements make up the IT infrastructure

• February 12, 2020 12 Feb'20

  Accenture’s tech vision draws inspiration from Black Mirror

  Last year’s “Bandersnatch” Black Mirror episode on Netflix highlights a new opportunity for business, according to Accenture

• February 04, 2020 04 Feb'20

  Australia’s NAB taps AI to create brand voice

  Using Amazon’s artificial intelligence smarts, National Australia Bank has developed a unique brand voice that will greet customers who dial up its contact centre

• January 31, 2020 31 Jan'20

  Australia’s Iconic Hotels taps cloud for speed and cost savings

  The independent hotel operator in the Australian Capital Territory has saved IT manpower and costs by moving from an on-premise hospitality management system to a cloud-based application

• January 27, 2020 27 Jan'20

  LV= rolls out smart speaker skill

  General insurance firm says customers will receive answers to commonly asked questions by invoking the skill on Alexa or Google Home Assistant

• January 15, 2020 15 Jan'20

  Case study: How Trainline keeps customers satisfied

  The Trainline is encouraging customers to discover cheaper rail fares for the same journey with its AI-enabled SplitSave option

• December 27, 2019 27 Dec'19

  Top 10 business applications stories of 2019

  The steady incursion of artificial intelligence into enterprise software was a major theme behind Computer Weekly’s in-depth stories in this area in 2019

• December 10, 2019 10 Dec'19

  APAC IT leaders lay out priorities for 2020

  Robotic process automation and data analytics are among the top priorities for IT leaders in the Asia-Pacific region in the new year